No matter how catastrophic the blunder, how you respond determines everything.
A negative and uncaring response (like BP’s reaction to its oil spill) can have a detrimental impact on corporate image, while a positive and caring response (like Apple’s free cases for the iPhone 4 antenna defect) can have long-term favorable effects that build brand loyalty.
Lesson: Screwing up presents an opportunity for you to show how much you really care.
Paul Hill, Ph.D.
I design, plan, and evaluate economic development programs for Utah State University.
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